[Remote] Customer Service Representative I

Note: The job is a remote job and is open to candidates in USA. SelectQuote Insurance Services is a company that provides solutions to help consumers protect their valuable assets. The Pharmacy Customer Service Representative I will serve as a primary point of contact for patients, assisting with inquiries related to pharmacy services and ensuring a high level of customer satisfaction through effective communication and problem-solving skills.

Responsibilities

• Answers incoming calls from patients caregivers physicians hospitals and referral sources/ affiliated partners and respond to questions while researching required information and using all available resources
• Assists approximately 50-60 inbound/outbound customers physicians and provider calls per day in a busy call center/ pharmacy environment
• Answer patient’s questions/concerns regarding their medications and submit follow up tickets to other departments as need
• Follows up with customers or expediting calls to the appropriate channels
• Provides patients with order status updates (fulfillment & delivery) proof of deliveries insurance verifications and price quotes/copay information
• Identifying and resolving patient billing complaints
• Processing and posting credit card payments
• Correct and resubmit claims to third party insurance
• Accurate data entry of all patient demographic information insurance and prescription refills
• Resolution of insurance adjudication billing or medication fulfillment issues
• Communicates with production team (order entry fulfillment and clinical) to engage compliance and address any questions or concerns as noted during patient communication
• Proactively investigates and resolves patient related issues to ensure maximum patient retention and high standards of customer service
• When necessary follows up with customers or expediting calls to appropriate channels
• Documents all patient calls in SelectCare 3.0 Pioneer Smartsheets and anywhere else notes must be duplicated
• Accepts direction from CSR Supervisor Pharmacists and Leadership regarding various elements of the MMP Program
• Enters and retrieves data from the pharmacy operating systems and customer relationship management systems
• Move accounts through patient lifecycle workflow
• Work special projects on an ad hoc basis

Skills

• High school diploma or GED required
• 0-1 years of experience required
• Service oriented high degree of interpersonal communication and organizational skills
• High attention to detail quality problem solving and organization
• Displays a future-focused mindset aimed at bringing ideas and solutions to team challenges
• Strong analytical and critical thinking skills
• Demonstrates appropriate written and oral communication skills
• Strong team player
• Ability to keep track of multiple tasks
• Reliable outgoing and highly effective at relating to others
• A professional attitude is a must
• Ability to effectively interact with all levels of management associates clients and general public
• Intermediate technology skills & the ability to multi-task
• Understand and maintain confidentiality regarding patient medications and illnesses (HIPAA)
• Customer Service/Client Relations Experience preferred
• Call Center Experience preferred
• Home healthcare nurse/aide or as a pharmacy/medical technician experience helpful

Benefits

• Competitive Medical, Dental, and Vision Insurance
• HSA/FSA
• Voluntary Hospital Indemnity, Critical Illness, Accident Insurance, and Short Term Disability
• Voluntary Life Insurance for Self, Spouse and Dependent
• Company-paid Basic Life Insurance and Long Term Disability
• Retirement plan and Employer match contribution with Profit Share
• Tuition Reimbursement program
• Company perks and Discount program
• Engaging Wellness and Financial Education Resources
• Employee Assistance Program
• Incentive Plans

Company Overview